Clarification from the agency

This position is open to currently employed within the hiring agency; Commander, Navy Installations Command (CNIC), Nonappropriated Funds (NAF).

In order to qualify for this position, resumes must provide sufficient experience and/or education, knowledge, skills, and ability to perform the duties of the position. Applicant resumes are the key means for evaluating skills, knowledge, and abilities as they relate to this position therefore, applicants are encouraged to be clear and specific when describing experience.

Enterprise Service Desk Operations duties include but are not limited to:

• Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements.
• Develops and maintains problem tracking and solution/knowledgebase databases.
• Promotes the use of solution databases to customers and end users to proactively reduce the number of support calls and tickets.
• Develops and manages customer service performance requirements.
• Develops customer support policies, procedures, and standards.
• Ensures the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Participates in the planning and delivery of a full range of customer support services to the organization.
• Presents formal and informal training and assistance to customers.
• Ensures all actions taken are documented for future reference, review or audit.
• Manages special projects that have a significant impact on the delivery of customer support services, e.g., new systems, organizational changes.
• Advises management on issues and risks identified by the NAF IT enterprise service desk program.
• Advises management on cost/benefit analysis of service desk programs, policies, processes, and systems, and elements.
• Supervises or manage protective or corrective measures when a cybersecurity incident or vulnerability is discovered and communicates such to cybersecurity program managers.
• Leads the development or modification of the service desk program plans and requirements.
• Maintains constructive working relationships with internal and external partners involved in service desks or related areas.
• Evaluates new technology and systems recommended for implementation in the NAF IT environment.
• Evaluates and recommend changes or additions to system software or hardware as related to service desk operations.
• Defines scope, requirements and deliverables for initiatives assigned.
• Acquires and manages the necessary resources, including leadership support, financial resources, and key security personnel, to support information technology (IT) customer service goals and objectives and reduce overall organizational risk.
• Troubleshoots system hardware and software with assistance of other NAF Systems Division technical staff
• Analyzes incident and service request data for emerging trends, adjusts work tasks and reports regularly to supervisor.
• Diagnoses and resolves customer reported system incidents, problems, service requests and events.
• Recommends and coordinates, based on service desk data analysis, enhancements to software and hardware solutions to enhance customer experience.
• Coordinates the administration of user accounts, network rights, and access to systems and equipment in cooperation with other stakeholders and staff.

Conditions of employment

• Must pass all applicable records and background check.
• Must successfully pass the E-Verify employment verification check. Any discrepancies must be resolved as a condition of employment.
• Must have or be able to obtain and maintain clearance for a Tier 2 (SF 85P) Investigation Non-Sensitive National Security Sensitivity designation and Moderate Risk designation.
• Must be currently employed within the hiring agency; Commander, Navy Installations Command (CNIC), Nonappropriated Funds (NAF).

Qualifications

Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs.

A qualified candidate must possess the following:

• At least 5 years of specialized IT experience with an emphasis in support enterprise systems & software applications, networks, and hardware devices.
• Broad, professional knowledge of IT technology presented by operating systems, systems software applications, telecommunication networks, hardware components and different kinds of cloud services.
• Knowledge of process for developing, scheduling, coordinating, and managing projects, relevant contracts, and resources.
• Knowledge of, and skill in of one or more of the following software applications that the CNIC NAF organization supports: enterprise applications (ERP), program support applications (point-of-sale and recreation/activity management systems), commercial global networks, on-premises datacenters, cloud-based environments, and software-as-a-service beyond service desk software applications.
• Mastery of, and skill in applying IT problem management methods and practices.
• Mastery of, and skill in applying new and innovative customer support methods and technologies.
• Knowledge of, and skill in applying service desk support ticketing databases.
• Knowledge of, and skill in applying troubleshooting and data analysis methods.
• Knowledge of, and skill in applying communication methods and techniques.
• Mastery of, and skill in applying customer support concepts, principles, methods, and practices.
• Mastery of, and skill in applying the interrelationships among different IT disciplines.
• Mastery of, and skill in applying project management principles and methods.
• Knowledge of cybersecurity and privacy principles.
• Knowledge of specific operational impacts of cybersecurity lapses.
• Knowledge of measures or indicators of system performance and availability.
• Knowledge of systems administration concepts.
• Knowledge of a broad variety of electronic devices (e.g., desktops, laptops, tablets, access control devices, digital scanners, barcode readers, networking components, printers, mobile phones, etc.).
• Knowledge of system administration concepts for operating systems such as but not limited to Linux, iOS, Android, and Windows operating systems.
• Knowledge of industry best practices for service desk.
• Knowledge of organizational security policies.
• Knowledge of Personally Identifiable Information (PII), Personal Health Information (PHI), Payment Card Industry (PCI) data security standards.
• Knowledge of the operations and processes for incident, problem, service request and event management
• Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.
• Knowledge of system architecture methodologies, infrastructure design, system integration, contingency planning, and system life cycle management.
• Knowledge of DOD and DON cybersecurity policies.
• Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation with assistance from or direction to technical staff in the division
• Skill in conducting research for troubleshooting novel device or end user problems.
• Skill to design incident response for cloud service models.
• Skill in the use of Microsoft 365 programs (e.g., Teams, Planner, Word, Excel, Power Point, Outlook).
• Skill in the effective and efficient use of planning and project/task assignment and tracking software.
• Skill and ability to consistently develop and sustain cooperative working relationships with team members and within the organization.
• Skill and ability to work effectively with customers and outside agencies, providing information or assistance, coordinating project/work task completion, and offering effective solutions.
• Mastery skill and ability to makes sound, well informed and objective decisions. Be open to changing and new information to adapt behavior and work methods positively.
• Ability to accurately define and categorize incidents, problems, service requests and events in the service desk ticketing system
• Ability to design capabilities to find solutions to less common and more complex system problems.
• Mastery ability to communicate effectively both orally and in writing to document technical support procedures and train technical staff.
• Skill to communicate with all levels of management.
• Ability to inspire, motivate, and guide others toward goal accomplishments.
• Mastery ability to monitor personal and work group performance and make and implement recommendations for improved productivity.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

All resumes will be reviewed to determine if they meet the hiring eligibility and qualification requirements listed in this announcement, and will be rated based on the information provided in the resume to determine the level of knowledge, skills and abilities (KSAs) related to the job requirements. Using the qualifications of the position, a predetermined rating criterion of KSAs will be used for each resume. Best qualified applicants will be referred to the hiring manager. The selecting official may choose to conduct interviews.